Team Lead, Market Operations - Raleigh, NC

Carvana • Raleigh, NC

2d

About The Position

The Team Lead in Carvana’s Market Operations group is responsible for running a local Carvana hub and supporting its market launch, operations, logistics, consumer branding, team engagement and effectiveness, and ongoing success. This role balances daily operational execution with broader business awareness, assessing trends and proactively addressing potential roadblocks while managing employee and customer experiences.

The Team Lead leads, develops, and supports Customer Advocates, including helping hire and onboard team members, providing coaching and feedback, and recognizing individual and team accomplishments. The position also involves monitoring and presenting reports, supporting customer-facing operations, and stepping in to help with tasks such as washing and delivering vehicles. The role is based in Raleigh, North Carolina, and requires weekend availability and work in outdoor weather conditions.

Requirements

• At least 5 years of work experience in a customer-facing team environment.
• At least 3 years of management experience.
• Proven history of developing and coaching employees.
• Prior experience with strategic planning, process improvement, and guiding teams to exceed goals.
• Excellent interpersonal and leadership skills.
• Ability to diagnose and solve problems of varying complexity while maintaining focus on the customer experience.
• Willingness to work on weekends.
• Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt.
• Ability to read, write, speak, and understand English.
• Ability to walk, stand, and sustain physical activity for extended periods of 8 or more hours.
• Ability to reach, twist, kneel, crouch, climb, balance, and squat.
• Ability to grasp, carry, lift, push, and pull items weighing up to 50 pounds.
• Excellent visual activity and manual dexterity for frequent driving.
• Ability to work in outdoor weather conditions.
• Ability to remain stationary for extended periods while driving, up to 3 hours at a time.
• Ability to communicate frequently with customers and exchange accurate information.
• Hiring is contingent on passing a complete background check.
• This role is not eligible for visa sponsorship.

Nice To Haves

• Bachelor’s degree.
• Experience with Salesforce or Tableau.
• Analytical mindset.
• Experience handling logistics.

Responsibilities

• Promote a positive team environment and build strong morale and spirit within the market.
• Help interview, select, onboard, and train Customer Advocates, providing them with tools, resources, and guidance.
• Develop Customer Advocates through feedback, performance check-ins, and goal setting.
• Recognize and reinforce individual and team accomplishments using organizational programs and other effective methods.
• Generate and monitor regular reports and present them to upper management.
• Serve as a go-to expert for the team and assist Advocates with operational work, including washing and delivering vehicles.
• Drive production in a fast-paced customer service environment and keep market operations running effectively.
• Identify ways to improve the customer and Advocate team experience.
• Address and manage complex and sensitive customer-facing issues.
• Oversee local hub responsibilities, including market launch, operations, logistics, consumer branding, team engagement, and market success.

Benefits

• Medical, dental, and vision benefits.
• 401(k) with company match.
• Perks including student loan payments, vehicle discounts, and benefits for pets.
• Wellness program supporting physical and mental health.
• Opportunities to expand skills and share knowledge across the organization.
• Promotions from within and varied, rapid career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed